At a Glance
- Tasks: Provide calm support to vulnerable clients and coordinate emergency services when needed.
- Company: Join a dedicated team making a real difference in people's lives.
- Benefits: Competitive salary, generous leave, discounts, and a supportive work environment.
- Other info: Flexible shifts with excellent training and career development opportunities.
- Why this job: Be the reassuring voice that turns worry into relief and helps save lives.
- Qualifications: Experience in a call centre and a genuine desire to help others.
The predicted salary is between 23314 - 23314 € per year.
As an Emergency Call Handler, you will be the calm voice and reassuring presence for vulnerable clients when they need help the most. Every call matters and every response makes a difference.
Position Overview
This role involves answering calls that turn worry into relief, sometimes saving a life. You will provide reassurance, action accidental or test calls, and contact emergency services when required.
Hours & Schedule
35 hours per week. You will work four days out of seven on average between Monday and Sunday. Shift hours are between 06:00 and 23:00, with a guaranteed one weekend off in four. Your rota will be planned four weeks in advance.
Salary & Benefits
Annual salary £23,314.20 (about £12.81 per hour) with opportunity to earn PRP. Benefits include 217 hours of annual leave (including bank holidays when scheduled to work), discounts on groceries, shopping, holidays, insurance and restaurants, a 24/7 employee assistance programme, family and friends’ discounts on services, a pension scheme (up to 3% employer contribution), cycle‑to‑work scheme, smart tech scheme, and free on‑site parking.
Training & Start Date
You must commit to three weeks of full‑time training, Monday to Friday 09:30–17:00, which is partly remote. The expected start date is 29th June 2026. All pre‑employment screening, including basic DBS checks and two years of referencing, must be completed before the start date and may adjust the date if required.
Requirements
- A minimum of one year’s experience in a call centre environment dealing with customers and working remotely.
- A good general standard of education.
- Internet speed of at least 5 Mbps upload and 15 Mbps download.
- Ability to communicate sympathetically with distressed callers.
- Resilience and drive to meet personal targets while delivering excellent customer service.
- Genuine desire to help the community and empathy.
Role Responsibilities
- Answer calls from vulnerable clients and provide calm, reassuring support.
- Arrange appropriate help and services when needed.
- Manage accidental or test calls and coordinate with emergency services.
- Maintain accurate records of calls and outcomes.
- Achieve personal performance targets and uphold quality standards.
Equal Opportunities
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
Disability Support
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers team on 01425 626337.
Emergency Call Handler - Full Time in Norwich employer: Appello Careline Limited.
As an Emergency Call Handler, you will join a supportive and compassionate team dedicated to making a real difference in the lives of vulnerable clients. Our company fosters a positive work culture that prioritises employee well-being, offering generous benefits such as 217 hours of annual leave, discounts on various services, and a robust pension scheme. With structured training and clear pathways for career growth, this role not only provides meaningful work but also the opportunity to develop professionally in a rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler - Full Time in Norwich
✨Tip Number 1
Practice your communication skills! As an Emergency Call Handler, you'll need to be calm and reassuring. Try role-playing with a friend or family member to get comfortable with handling different types of calls.
✨Tip Number 2
Familiarise yourself with emergency protocols. Knowing how to respond in various situations can give you the confidence you need during the interview. We recommend checking out resources online to brush up on your knowledge.
✨Tip Number 3
Show your empathy! During interviews, share examples of times you've helped others or dealt with difficult situations. This will highlight your genuine desire to support vulnerable clients, which is key for this role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the details about the role and benefits right there, making it easier for you to prepare.
We think you need these skills to ace Emergency Call Handler - Full Time in Norwich
Some tips for your application 🫡
Show Your Empathy:In your application, let us see your compassionate side! Share experiences where you've helped others, especially in stressful situations. We want to know how you can be that calm voice for our vulnerable clients.
Highlight Relevant Experience:Make sure to mention your call centre experience and any customer service roles you've had. We’re looking for someone who knows the ropes and can hit the ground running, so don’t hold back on those details!
Be Clear and Concise:When filling out your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point. This will help us understand your qualifications and motivations quickly.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, you’ll find all the info you need about the role right there!
How to prepare for a job interview at Appello Careline Limited.
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand what being an Emergency Call Handler entails. Familiarise yourself with the responsibilities, such as providing reassurance to distressed callers and managing emergency situations. This will help you demonstrate your knowledge and passion for the role.
✨Showcase Your Empathy
In this role, empathy is key. Prepare examples from your past experiences where you've successfully communicated with vulnerable individuals or handled stressful situations. Highlighting your ability to connect with people on an emotional level will set you apart from other candidates.
✨Practice Calm Communication
Since you'll be the calm voice for clients in distress, practice speaking clearly and calmly. You might want to do mock interviews with friends or family, focusing on how you would respond to a distressed caller. This will help you feel more confident and prepared for real-life scenarios.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about the company culture, training process, or support systems in place for staff. This shows that you're genuinely interested in the role and want to ensure it's the right fit for you too.
